GENERAL TERMS AND CONDITIONS OF SALE

GENERAL TERMS AND CONDITIONS OF SALE

Last updated: May 2026

1. Purpose

These General Terms and Conditions of Sale (GTC) govern the contractual relationship between Fylvena (hereinafter "the Seller") and any individual making a purchase on the fylvena.com website (hereinafter "the Customer").

Any purchase on the website implies full and unreserved acceptance of these GTC.

2. Products

The products offered for sale are those presented on the fylvena.com website at the time of the order.

Fylvena strives to present the products with the greatest possible accuracy. However, photographs and descriptions are provided for informational purposes only and are not contractual.

3. Prices

Prices are indicated in euros (€), all taxes included (TTC).

Fylvena reserves the right to modify its prices at any time. Products are invoiced based on the rates in effect at the time of order validation.

Delivery costs are indicated separately before final order validation.

4. Order

4.1 Placing an order

The Customer places their order online by following these steps:

  • Selection of products
  • Validation of the cart
  • Entry of delivery information
  • Choice of payment method
  • Validation and payment of the order

4.2 Order confirmation

A confirmation email is sent to the Customer after their order has been validated. This email summarizes the products ordered, the total amount, and delivery information.

4.3 Modification and cancellation

Any request for modification or cancellation of an order must be made as soon as possible by contacting our customer service at support@fylvena.com. Once the order has been shipped, it can no longer be canceled.

5. Payment

5.1 Payment methods

Payment is made online by the following methods:

  • Credit card (Visa, Mastercard, American Express)
  • All payment methods accepted by Shopify Payments

5.2 Security

Payments are processed securely by Shopify Payments, certified PCI DSS. Fylvena does not store any banking data.

5.3 Invoicing

An invoice is available in your customer area or upon request at support@fylvena.com.

6. Delivery

6.1 Delivery times

Orders are shipped within 24 to 48 business hours after payment validation.

Delivery time is 6 to 12 business days depending on your location.

6.2 Delivery areas

Fylvena delivers to the countries indicated on the website at the time of order.

6.3 Tracking

A tracking email is sent to the Customer as soon as their order is shipped.

6.4 Delays

Fylvena cannot be held responsible for delivery delays due to events beyond its control (strikes, bad weather, carrier delays, etc.).

6.5 Unreceived package

In the event of non-receipt of the package within the indicated timeframe, the Customer is invited to contact our customer service at support@fylvena.com within a maximum of 30 days from the order date.

7. Right of withdrawal

7.1 Time limit

In accordance with current legislation, the Customer has a period of 14 days from receipt of their order to exercise their right of withdrawal, without having to give reasons.

7.2 Satisfaction Guarantee

Beyond the legal period, Fylvena offers a 90-day satisfaction guarantee. If the Customer is not satisfied with their purchase, they can return the product within 90 days of receiving their order.

7.3 Return procedure

To exercise their right of withdrawal or benefit from the satisfaction guarantee, the Customer must:

  • Contact our customer service at support@fylvena.com
  • Indicate the order number and the reason for the return
  • Await return instructions

7.4 Refund

The refund is made within 14 days of receipt of the returned item, using the same payment method as used for the order.

Return costs are borne by the Customer, except in the case of a defective product or an error on our part.

8. Warranties

8.1 Legal conformity guarantee

Fylvena is obliged to deliver a product that conforms to the order and is liable for defects in conformity existing at the time of delivery of the product, in accordance with articles L.217-4 et seq. of the Consumer Code.

8.2 Hidden defects warranty

Fylvena is liable for hidden defects affecting the sold product in accordance with articles 1641 et seq. of the Civil Code.

9. Liability

Fylvena cannot be held responsible for:

  • Damages resulting from inappropriate use of the product
  • Indirect or intangible damages
  • Delays or non-performance due to a case of force majeure

Fylvena products are dermatologically tested. However, in case of an allergic reaction, the Customer is advised to stop use and consult a doctor.

10. Customer Service

Our customer service is available for any questions or complaints:

📧 support@fylvena.com

Response time: within 24 hours on business days.

11. Intellectual Property

All elements of the fylvena.com website (texts, images, logos, videos) are the exclusive property of Fylvena and are protected by intellectual property law. Any reproduction or use without prior authorization is strictly prohibited.

12. Personal Data Protection

Personal data collected during the order is processed in accordance with our Privacy Policy, available on the fylvena.com website.

13. Applicable Law and Competent Jurisdiction

These GTC are governed by French law.

In the event of a dispute, the Customer can seek an amicable solution by contacting our customer service at support@fylvena.com.

Failing amicable resolution, any dispute relating to the interpretation or execution of these GTC will be submitted to the competent French courts.

In accordance with Article 14 of Regulation (EU) No 524/2013, the Customer can also resort to the European Commission's online dispute resolution platform: ec.europa.eu/consumers/odr

14. Modification of the GTC

Fylvena reserves the right to modify these GTC at any time. The applicable GTC are those in force at the time of order validation.

15. Contact

For any questions regarding these GTC:

📧 support@fylvena.com